At a Glance
- Tasks: Lead a team to enhance customer experience through innovative strategies and AI solutions.
- Company: Join a forward-thinking company committed to inclusivity and wellbeing.
- Benefits: Enjoy a generous pension, performance bonuses, tailored benefits, and 30 days holiday.
- Other info: Flexible hybrid working and a supportive environment for personal growth.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Strong analytical skills and experience in customer strategy are essential.
The predicted salary is between 60000 - 75000 € per year.
LOCATION(S): Chester, Birmingham, Edinburgh, Leeds or Halifax
HOURS: Full-time
WORKING PATTERN: Hybrid – at least two days per week (40% of time) at one of our office sites. Workplace adjustments are available, including flexible hybrid arrangements, in line with our Flexibility Works policy.
Overview: You will lead the Customer Experience Strategy team, focusing on customers, collaboration, inclusion, and wellbeing. The role involves developing and executing an AI‑enabled complaint handling strategy, aligning with the 2030 complaint handling plan, and ensuring the process delivers value for both customers and colleagues.
Responsibilities:
- Continuously evolve the end state by scanning the horizon for potential threats, competitor activity, and evolving customer needs.
- Monitor and maintain the effectiveness of the customer complaint experience using data, insight, and critical thinking to identify opportunities for improvement.
- Lead your team to deliver experiments and changes to ways of working, identifying, testing, and landing improvements that move us towards our target end state.
- Own the complaints communication landscape, ensuring communications are complaint‑compliant and colleagues have the tools to draft letters effectively.
- Support operations during high‑impact events, innovating and creating new ways of working to expedite customer outcomes.
- Build and maintain key relationships with partners across the business.
Qualifications:
- Knowledge of complaint handling processes and regulations (desired but not essential).
- Ability to balance customer, commercial, colleague, and control considerations in strategy development and delivery.
- Experience operationalising AI use cases.
- Strong analytical skills and problem‑solving techniques.
- Excellent communication skills and the ability to tell complex stories engagingly.
- Experience collaborating and influencing stakeholders across organisational boundaries.
Benefits:
- Generous pension contribution up to 15%
- Annual performance‑related bonus
- Share schemes including free shares
- Benefits that can be tailored to your lifestyle, such as discounted shopping
- 30 days holiday, with bank holidays on top
- Wellbeing initiatives and generous parental leave policies
Inclusivity: Our company is a Disability Confident Leader, guaranteeing interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long‑term health, or neurodivergent condition through the Disability Confident Scheme. Reasonable adjustments are available throughout the recruitment process.
Senior Manager Customer Experience Strategy employer: Lloyds Banking Group
As a Senior Manager in Customer Experience Strategy, you will thrive in a dynamic and inclusive work environment that prioritises collaboration and employee wellbeing. With generous benefits such as a 15% pension contribution, tailored lifestyle perks, and a commitment to inclusivity, our company fosters professional growth and innovation, making it an exceptional place to advance your career while positively impacting customer experiences across multiple locations including Chester, Birmingham, Edinburgh, Leeds, and Halifax.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager Customer Experience Strategy
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at networking events. Ask them about their experiences and any tips they might have for landing the role.
✨Tip Number 2
Prepare for the interview by researching the company’s customer experience strategy. Show us you understand our goals and how you can contribute to achieving them!
✨Tip Number 3
Practice your storytelling skills. We love candidates who can communicate complex ideas clearly and engagingly, so think of examples that showcase your problem-solving abilities.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show us you’re genuinely interested in the role.
We think you need these skills to ace Senior Manager Customer Experience Strategy
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer experience strategy. We want to see how your skills align with our focus on collaboration, inclusion, and wellbeing.
Showcase Your Analytical Skills:Since the role involves using data and insights, don’t forget to include examples of how you've used analytical skills to improve processes or outcomes in previous roles. This will help us see your problem-solving techniques in action.
Communicate Clearly:Your application should tell a compelling story about your career journey. Use engaging language to describe your experiences, especially those related to complaint handling and stakeholder collaboration, as this is key for us.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Lloyds Banking Group
✨Know Your Customer Experience Strategy
Dive deep into the company's customer experience strategy. Understand their current complaint handling processes and how they align with the 2030 plan. This will help you articulate how your experience can enhance their strategy during the interview.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've used data and critical thinking to improve customer experiences. Highlight any AI use cases you've operationalised, as this is a key focus for the role.
✨Communicate Effectively
Practice telling complex stories in an engaging way. You’ll need to demonstrate your excellent communication skills, especially when discussing how to draft compliant communications and lead your team through changes.
✨Build Relationships
Think about how you've collaborated with stakeholders in the past. Be ready to share examples of how you've influenced others across organisational boundaries, as building key relationships will be crucial in this role.
